Three things caught me off guard during my stay:
1. Upon entering, there’s a counter that appears to be the check-in desk. I handed over my ID and they took my information, only to then tell me that this wasn’t actually the check-in counter, and that I needed to go to another one in a different corner. I registered at the real front desk, got my keys, and was ready to head to my room but then the first counter told me I still had to finish with them. It felt illegitimate, so I refused. The person then loudly read out my personal information (which he’d taken earlier) and asked me to confirm it.
2. The WiFi wasn’t free.
3. They don’t clean your room during your stay. You can ask for towels and bed sheets.
It’s a real pity, because these three disappointments have nothing to do with the room itself, which is actually lovely. The bathroom is beautiful and spacious, and the double shades on the windows helped me sleep really well. The room is nice, and the property is well maintained.
I’m torn about giving a low rating, but I was so annoyed why such a big brand hotel hotel allowed a sales counter to be labeled “Front Desk” when it clearly isn’t. The actual check-in desk has the same label, which feels deliberately misleading. It’s especially frustrating after a long flight, when all you want is to enjoy beautiful San Francisco and your first experience at your sanctuary is a sales gimmick.